CUSTOMER AT THE CENTRE ANNUAL REPORT 2020-21 CONTENTS 04 Purpose Statement 05 Message from S Padmanabhan 06 Governing Council 07 Leadership Team CUSTOMER STORIES 09 Tata Elxsi 13 Tata Metaliks 16 Tata Motors 18 Tata Motors Finance 21 Tata NYK Shipping 24 Tata Power 28 Tata Power Delhi Distribution CONTENTS 33 Tata Sky 36 Tata Steel Downstream Products 38 Tata Steel UISL 41 Trent TBEXG’S PERFORMANCE HIGHLIGHTS 46 Assessments 53 Capability Building 59 Improvement Interventions 66 One Tata 71 Recognitions 75 Tata Network Forums OUR PURPOSE To Partner with Tata Companies in their Journey of Excellence to Achieve World Class Performance 04 Annual Report 2020-21 CU STOMER AT THE CENTRE S PADMANABHAN, Chairman - Governing Council, Tata Business Excellence Group The year 2020 marked a major outcomes of projects aligned with best practices amongst companies milestone for the business company expectations. has had a great pull, with 68 such excellence journey of the Tata sessions taking place among 30 Group – Tata Consultancy At the JRDQV function on 29 July, companies. Services was recognised as the 2020, Tata Consultancy Services Benchmark Leader, the first won the coveted Benchmark Mentors, BE Heads, Assessors, company to earn this award till Leader recognition. Tata Autocomp Safety Heads and AA Champions date. Systems, Tata Consulting continued to connect through Engineers, Tata Pigments and various meets, which happened As we reflect on the year gone by, Tata Sky were recognised in the virtually last year. In addition to there have been many ups and Emerging Industry Leader category. annual events like JRDQV and downs; we go into the coming Business Excellence Convention, year having great memories In 2020-21, 10 Business Excellence these included Mentors Meet, from the ups and great lessons Assessments, 5 Data Maturity Mentors Presentation to the from the downs. The pandemic Assessments and 5 TAAP Chairman, BE Heads Forum, AA has brought people together like Assessments were completed. We Champions Meet, Safety Heads never before, and the coming also continued to build capabilities Meet and Tata Best Practices in year holds great promise as we in Business Excellence, Data Safety & Health Conclave. Tata prepare to go back to life as we Excellence, Safety Excellence and companies across the world knew it before COVID-19. Social Excellence through various continued to leverage the Tata Capability Building programmes Network Forums, creating 85 virtual In 2020-21, Tata Business in these areas. Our Improvement touchpoints throughout the year. Excellence Group continued to Interventions included 6 Deep put the Customer at the centre Dive projects, 10 best practices A special word of thanks for IHCL for all its activities, as well as implementations as well as a KAM – in addition to contributing to partner with Tata companies to benchmarking project involving 19 the excellence journeys of the ensure that it keeps adding value Tata companies. Tata Group, IHCL has hosted all in areas of importance to them. events and internal celebrations for Where possible, many offerings TBExG also continued to leverage TBExG. were customised according to the the Tata Best Practices Programme unique needs of the company, to conduct webinars, upload In the coming year, we look with the help of dedicated promising practices on EDGE forward to continuing to add value, Relationship Managers from portal and facilitating best practice customise offerings and deepen TBExG. This ensured that the sharing sessions. The sharing of our connect with Tata companies. Annual Report 2020-21 05 GOVERNING COUNCIL Guenter Butschek, Aarthi Subramanian, Harish Bhat, CEO, Chief Digital Officer, Brand Custodian, Tata Motors Tata Sons Tata Sons (Retired in June 2021) Puneet Chhatwal, Rajiv Sabharwal, T V Narendran, MD and CEO, MD and CEO, MD, The Indian Hotels Company Tata Capital Tata Steel C K Venkataraman, S Padmanabhan, MD, Chairman – Governing Council, Titan Company Tata Business Excellence Group 06 LEADERSHIP TEAM S Padmanabhan NK Sharan, Sanjeev Singh, Chairman – Governing Council Vice President Vice President Deepak Deshpande, Anil Menghrajani, V inod Kumar, Vice President Assistant Vice President Assistant Vice President Gautam Gondil, Assistant Vice President Annual Report 2020-21 07 CUSTOMER STORIES Here’s a list of Tata companies that TBExG has been supporting and helping in FY21 • Tata Elxsi • Tata Metaliks • Tata Motors • Tata Motors Finance • Tata NYK Shipping • Tata Power • Tata Power Delhi Distribution • Tata Sky • Tata Steel Downstream Products • Tata Steel UISL • Trent Annual Report 2020-21 08 TATA ELXSI TATA ELXSI 2.0: EMPHASIS ON GROWTH AND SUSTAINABILITY About the company a regular participant of the Business Excellence Tata Elxsi is among the world's leading design Assessment. A strong culture of excellence has and technology services providers and serves helped the company become a global leader. a wide-range of industries such as automotive, Tata Elxsi is delivering a segment leading financial broadcast, communications, healthcare, and performance and its investors are upbeat about transportation. The company empowers its the performance. The CEO, Manoj Raghavan, also customers reimagine their products and services regularly interacts with institutional investors. The through design thinking and leveraging digital company believes that this is Tata Elxsi 2.0 — a technologies such as IoT, cloud, mobility, virtual focus on margins and shareholder value, with a reality, and artificial intelligence. Tata Elxsi has been superior emphasis on growth and sustainability. Employees have received Voice of Tata Elxsi training in the newly developed (VoTE) was recently Data Maturity Model coupled launched to understand with experience in taking part what employees need or in the Data Maturity want from the company Assessment process Trivandrum centre is ISO A combination 45001 (Health and Safety of ESG initiatives Management) certified from and the new 2019, and the same HR practices has people processes are followed in all consideration at its core the development centres Annual Report 2020-21 09 Journey towards on a journey of objectives and employees, customers, investors excellence key results to accomplish its and other stakeholders. Tata Elxsi has a close association goals. Such a framework is most with TBExG for training needs suitable for a diverse company Tata Elxsi has been receiving on data maturity, business like Tata Elxsi and brings in good feedback from its excellence, expertise on subject agility, collaboration and customers due to the hard work matter (e.g., HR) and ploughing transparency. and efforts of its employees in best practices. In the last few and the efficient systems years, the company has gained Tata Elxsi also launched a plan and structures. The company from TBExG’s expertise in the to substantially improve its has started using the net areas of Business Excellence, sustainability (ESG) strategy. promoter score (NPS) system Data Excellence, Social Excellence The company took help from to understand customer and Safety Excellence. the Tata Sustainability Group to engagement and improve its develop this strategy. It has now customer satisfaction levels. BUSINESS EXCELLENCE identified the important factors Weekly reviews are being Tata Elxsi initiated its 2.0 by (materiality), ascertained their conducted with the CEO and relooking at its vision, mission status and established short- sales and business unit leaders and values (VMV). The company term and long-term goals, and to address strategic goals and approached TBExG’s consulting becoming carbon neutral. This discuss any operational or team and with their support will go a long way in establishing customer issues. The company is rolled out a formal exercise the company’s care for society, going down the digital road with of appraisal of the current status, seeking responses from stakeholders, and considering perspectives for the future. As a credible third party, the TBExG team interacted with many stakeholders, deployed various We apply the principles of mechanisms (poll, interviews, focus groups, SLT workshop). It design thinking and systems also brought in the desired effect thinking in our business on employees’ contribution to excellence initiatives. This this transition and future growth. has helped us achieve robust The company’s strategy and scalable improvements, and development process got an contributed to this transformation." additional fillip because of this VMV exercise and its outcomes. Dr. Sajiv Madhavan, The company has also embarked Business Excellence Head, Tata Elxsi 10 a new ERP that is far superior to the previous applications. This will further enhance the integrity I genuinely believe that of data and agility in decision making. Business Excellence Assessments are a great Tata Elxsi has enhanced its value add and show us the information security processes mirror, and TBEM Assessors to adopt to the new ways of are a part of us, helping in our working and ensuring customer journey. Thank you.” data and IP. It invested in hardware and software tools to Manoj Raghavan, accomplish this, in a very short MD and CEO, Tata Elxsi time so that there is no impact to the business. As part of a planned exercise, physical and mental healthcare existence is on continuous the best projects were and support. From a system product and process innovation showcased for the benefit of all point of view, the business ethics to address the rising technology the employees. The